We spoke with five people living in Waverley House about the care and support they received. Comments were positive. People told us the staff were responsive to their needs. People told us that they only have to ask the staff and they will come and support them. One person said 'the staff are all kind and willing to help and always with a smile, nothing is too much trouble'.
People told us the staff always speak to them in a respectful manner and knock prior to coming into their bedroom. A person told us 'the staff treat me really well, they always smile and ask me how I am and if there is anything they can do to assist, I am very happy here'.
People told us the staff respond promptly to call bells and when they were unable to respond immediately they would always let them know the reason.
A person told us that their care needs could change daily but the staff never assumed they needed support they always checked and asked.
People told us regular meetings were organised where they were asked their opinions on the menu, activities organised and any improvements that could be made to the service. A person told us 'the manager regularly asks our opinions and acts upon suggestions for improvements'.
People told us regular activities were organised and these were flexible depending on what they wanted to do. Activities included arts and crafts, keep fit and trips out. From conversations with people living in the home individual activities were organised by staff in the home including shopping trips, visits to family and walks around the park. A person told us 'you only need to ask and the manager or the staff will respond to the request'.
People told us that regular religious services were organised in the home but should they wish to go to church the staff or the manager would support them.
One person said 'I am really happy here, it is like 'home from home', we were encouraged to make our bedrooms our own, including bringing in pictures and furniture'. They told us 'I feel safe here my friends and family can visit whenever and they are always made to feel welcome'.
People told us they were registered with a GP and that the staff promptly made contact with health professionals if their needs changed or were feeling unwell. Records were maintained of the contact with other health professionals including any follow ups and results of any health tests that had been completed.
People told us they knew how to complain and felt the manager and the staff would respond appropriately to any concerns raised. A copy of the complaint procedure was kept in the main hallway of the home.
People told us the staff were kind and caring and no concerns were raised about staff practices in the home. One person said 'you cannot fault the service here, it is like home from home and I feel safe'. Another person said 'whilst this is not my own home it is the next best thing'.
People we spoke with described a service that was responsive to their needs. People told us they had information available to them on what they could expect from the service in the form of a statement of purpose and a service user guide. Copies of these were available in the main hallway of the home.
People were asked their opinions through annual surveys and residents' meetings.